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Pan Pacific Serviced Suites has
engaged Wayne Fitzharris, Founder and Director of The International Guild of Butlers and
House managers, to design a customised programme to train its personalised service staff to provide the highest level of personalised
service to its guests.
Wayne has more than 25 years of butler
experience and has served dignitaries, celebrities, royalty including the Royal Family of Jordan as
well as politicians around the world. He has also trained butlers for royal and private households, and for hotel brands such as the
Burj al
Arab in Dubai, the Jumeirah Group in Middle East and Per Aquum in the Seychelles.
“The Personal Assistant at the Pan Pacific Serviced Suites is akin to a Modern Day Butler. He or she is observant, knowledgeable, is in
touch with the needs of today’s guests, offers prompt service without being asked and yet discreet. It is all about listening, meeting and
satisfying each customer competently, accurately and timely These highly trained and dedicated professionals will certainly create an
impression on the guests and make them return to Pan Pacific Serviced Suites again,” said Wayne.
To achieve this level of personalised care and attentive service, these professionals have to undergo a 5-day customised training
programme which consists of theoretical and practical components including project work and a walk-through guest experience. The
participants gained knowledge such as understanding of customs and cultures, etiquette and manners and picked up skills such as being
a good listener and communicator, anticipating and responding to the needs of different types of guests, and remembering their guests’
likes and dislikes.
“For more than 30 years, Pan Pacific has always embraced a culture of service excellence. We have been globally recognised for
consistently delivering high levels of personalised service to our guests. Our PAs at the new Pan Pacific Serviced Suites will further raise
the bar on service excellence as they have now benefited from a training programme originally intended to train butlers serving royalty,
celebrities and dignitaries,” said Mr Scott Swank, Senior Vice President, Operations of Pan Pacific Hotels and Resorts.
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